Customer Service Assistant / Contingent

Trinity Health • Ann Arbor, MI

1d • Onsite

About The Position

The Customer Service Assistant is responsible for maintaining a safe and secure environment while projecting a professional image when greeting patients, visitors, and staff. This role involves completing a diverse range of administrative tasks such as answering the telephone and accessing patient information via computer and census sheet. The assistant enhances the hospital experience for patients, families, and visitors by performing guest relation functions that assure the highest standard of service, including providing assistance, guidance, direction, response to routine requests for information, and on occasion, an escort as requested. Additionally, the position requires adherence to department dress code and hygiene, maintaining confidentiality of information, acting in accordance with the hospital's Mission, Vision, Code of Conduct and Values, ensuring personal and coworker safety, fostering good rapport and cooperative relationships, and participating in conflict resolution.

Requirements

• High School diploma or GED equivalent
• Computer/typing skills necessary in order to navigate HealthQuest and the visitor management system.
• Interpersonal skills necessary in order to effectively communicate with diverse group of internal/external callers, patients, visitors and staff, at times dealing with sensitive and/or confidential situations.
• Demonstrate sensitivity and responsiveness to differences in ethnic and cultural customs, perceptions, and communications.
• Demonstrate sensitivity and responsiveness to the various medical, emotional, and mental health needs of all patients, staff and visitors.
• Respond appropriately to various levels of stressful situations and maintain emotional intelligence.

Responsibilities

• Respectfully and promptly, make eye contact, and smile when greeting patients and visitors using standard customer service scripting; direct them to appropriate areas.
• Know how to access patient location information on THE computer.
• Escort patients when needed or requested.
• Offer assistance for way-finding, parking validation, deliveries and other requested information including information regarding hospital services for patients, family members and visitors.
• Call for taxi or shuttle service for patients / families when needed.
• Assist visitors/families during emergencies which may include fire, natural disasters and patient/family situations.
• Oversee the immediate environment and report any suspicious activity or individuals to Security.
• Keep area stocked with supplies as needed.
• Responsible for signing out/in your radio daily and for the loss or damage of radio equipment.
• Responsible for keeping up with all department and hospital information and updates.
• Responsible for utilizing When-to-Work to document changes to your work schedule including proper recording in the exception log.
• Responsible for after-hours operation of the visitation management system.
• Access HealthQuest to obtain patient room information for visitors.
• Contact Engineering, Grounds, and Environmental Services when needed.
• Coordinate with other departments and participate as needed to provide a safe, comfortable environment that meets the needs of the patient, family members and visitors.
• Perform other duties as assigned.
• Maintain the SJMH Reception Services Department dress code and hygiene code.
• Maintain the confidentiality of information acquired pertaining to patient, physicians, associates, and visitors to SJMH _ West Market campuses.
• Discusses patient and hospital information only among appropriate personnel in appropriately private places.
• Behave in accordance with the Mission, Vision, Code of Conduct and Values of SJMH.
• Assume responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers; report all preventable hazards and unsafe practices immediately to leadership.
• Maintain good rapport and cooperative relationships.
• Approach conflict in a constructive manner.
• Help to identify problems, offer solutions, and participate in their resolution.
• Bring any complaints, concerns, or other issues to the Reception Service Team Lead/Captain of Security Police.
• Respond and maintain an atmosphere of open communication and trust between co-workers and other departments of SJMH.
• Ensure teamwork and cooperation within the department.
• Able to read and write the English language.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees